Fair Harbor

Customer Experience Manager

Reposted 6 Days Ago

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Jersey City, NJ

In-Office

75K-80K Annually

Senior level

Fashion

The Role

Lead customer service operations, manage CRM implementations, optimize service workflows with AI, and coach the customer experience team.

Summary Generated by Built In

Shape the customer journey with sustainable impact—lead CX, Salesforce Service Cloud, and AI automation at Fair Harbor🌊 Customer Experience Manager

📍 Jersey City, NJ (Hybrid) | 💼 Full-Time | 👥 Customer Experience (CX)

🚀 Quick Take

Fair Harbor is looking for a Customer Service Manager to lead our CX team, launch Salesforce Service Cloud, and build AI-powered workflows that elevate how we serve our customers. If you love building teams, optimizing systems, and delivering best-in-class service—this role is for you!

🌎 About Us

At Fair Harbor, we design sustainable, high-quality apparel made for life’s adventures. Every product helps reduce plastic waste in our oceans. Join us and make a positive impact while shaping the future of customer experience.

🎯 What You’ll Do

Lead Operations: Manage order flows (Shopify, NetSuite, Salesforce, Gorgias, Loop Returns), escalations, and service KPIs.
Own Salesforce Rollout: Drive setup, customization, integration, and training for Service Cloud.
Supercharge Workflows: Build AI-powered tools (chatbots, guided responses, automations) to boost efficiency.
Run Special Projects: Oversee B2B orders (embroidery, corporate gifting) & VIP clienteling programs.
Coach the Team: Train and inspire CX agents, ensuring empathy, accuracy, and efficiency.

📊 What Success Looks Like

🚀 100% Salesforce adoption within 90 days
🤖 65%+ Tier 1 tickets resolved by AI workflows
⭐ CSAT maintained at 4.7/5+
💎 20%+ increase in VIP repeat purchase rate

✅ What We’re Looking For

5+ years in customer service (2+ in management)
Experience rolling out and optimizing CRM/service platforms (Salesforce preferred)
Strong knowledge of service workflows (ticket routing, macros, automation, returns)
Hands-on AI/chatbot experience
Familiarity with B2B/custom orders (embroidery, monogramming, gifting)
Excellent project management, analytical, and communication skills

🌟 Why You’ll Love It Here

Join a mission-driven brand making a real impact 🌍
Lead tech-driven CX transformation ✨
Collaborative, growth-focused environment 📈
Hybrid flexibility & competitive compensation 💼 ($75,000-$80,000 annually)

👉 Ready to help shape the future of customer experience at Fair Harbor?
Apply today!

Top Skills

Chatbots

Gorgias

Loop Returns

NetSuite

Salesforce

Shopify

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The Company

HQ: New York, NY

32 Employees

Year Founded: 2014

What We Do

Fair Harbor is a lifestyle brand based on the simplicity of summer and our dedication to the environment. We make swimsuits out of recycled plastic bottles to help protect the places that we love. It is our mission to create high quality performance products that embody the pureness and simplicity of Fair Harbor, NY.